Service Designer

At AFP Integra, a company that is part of Grupo SURA, the largest investment group in Latin America, we are looking for a Service Designer.

What are we looking for?

A person who can design, together with multifunctional teams, a service strategy that meets the needs of the client at each point of contact (digital and non-digital), to achieve a positive impact on brand satisfaction and recommendation, as well as in the generation of company efficiencies and employee experience.

What would be your main responsibilities?

• Conduct research processes to gain in-depth knowledge of external and internal clients.
• Analyze workflows and operating and service procedures.
• Facilitate discussions between different areas to understand their policies and processes.
• Identify pain points, as well as siloed work across different areas of the organization, through tools such as Service Blueprint and Customer Journey Map.
• Identify redundancies defined by duplication of efforts.
• Design proposals that optimize services and operations, aimed at offering a multi-channel experience that considers all customer contact points (digital and non-digital applications, back-office service flow, service protocols, etc.)
• Coordinate and align the work of the different areas, as well as promote collaborative communication that allows them to have a holistic approach to the customer experience and achieve the proposed objectives.
• Coordinate with UX Designers to ensure the implementation of digital proposals.

What do we need from you?

• Minimum of 2 years’ experience designing multi-channel services and experiences.
• Have technical or higher studies of at least 3 years’ duration.
• Related careers: Industrial Engineering, Product Designer and/or similar.
• Extensive knowledge of Human Centered Design.
• Experience working with agile methodologies and in collaborative environments.
• Experience designing and optimizing an organization’s operations.
• Experience analyzing workflows and procedures for operations and services.
• Experience facilitating discussions across different departments.
• Intermediate level of English knowledge.